WORST EXPERIENCE EVER... NOT A PLACE FOR DATE
This is a letter I have e-mailed to P.F. Chang's via their website

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P.F. Chang's:

I am very disappointed to let you know that I have had the worst restaurant experiences at your restaurant in Walnut Creek.

The first time I visited with my girlfriend, the meal was okay. While I did not expect the food to be authentic, the lemon chicken was overly drenched in the lemon sauce. It was not better, as stated in the menu.

The very disappointing fact of my first visit was that after looking at my credit card's billing statement, I was overcharged by my waiter, Chris (I think his name was... I honestly don't remember, but I'm certain that your manager—he was a Caucasian individual who wears glasses—would be able to identify the individual, who overcharged me, I believe $0.92). I came back to the restaurant all the way from San Francisco to get a refund, and the manager gave me a $10 certificate, as one should expect.

While I would have hoped to come back to the restaurant to use the $10 certificate toward a great meal—a great experience—my second visit (21 July 2002) with my girlfriend was more disappointing. While the food was great and the customer care was excellent (Valerie was my waiter and Jenny was the hostess), the cooking staff failed in its most important job: delivering the goods warm, nicely presented, and as the customer had wanted.

The individual who had brought our entrée had informed us that brown rice was all that was available and placed 2 bowls of it on our table. He said that white rice would be available in 20 minutes.

EVERY RESTAURANT GOER SHOULD EXPECT THE COOKING STAFF TO NOTIFY THEIR WAIT STAFF OF ANYTHING THAT IS NOT AVAILABLE AND SHOULD LET THE CUSTOMER KNOW THAT THERE WILL BE A DELAYEVEN IF THE ORDER HAS BEEN PLACED ALREADY!!!

We sat at the table, with our food cooling, waiting for the white rice to be delivered. Once it was delivered, the rice was hard, having been overcooked. We instead took our entrée home and ate it there with our own white rice.

I expect your restaurant to improve its communications, making sure to deliver not only the very high customer care, which I look for in every restaurant I go to, but also making sure that the food service itself is more than excellent. I would also hope that you watch and evaluate the performance of your waiters without them knowing. It's too bad that waiters like Chris are still able to work at a restaurant like yours. What spoke the most about your restaurant in Walnut Creek was that on my second visit, there were three individuals that I saw walk away from the restaurant with gift certificates handed to them by the manager.

The only good thing I can tell you is that Valerie and Jenny were extremely personable and should receive raises! Chris failed at every attempt, not delivering water, leaving the table messy after we had eaten our appetizer... He was more interested in talking with the other staff members and getting a tip that was more than we had given him. As Valerie has done, her attention should be given to every single customer she serves and NO ONE ELSE. By the way, your restaurant in La Jolla is excellent!

I hope that my comments were helpful toward making P.F. Chang's in Walnut Creek a better place to dine.

Sincerely,

Justin Roman Resuello    [22 Jul 2002 04:46:27]

Food:    Service:    Ambiance:    Overall: 
Recommended Dishes: CANTONESE BARBECUE CHICKEN SALAD, CRISPY HONEY CHICKEN, DOUBLE PAN-FRIED NOODLES

     ­Justin Roman Resuello, Monster Crayons   

Take out at PF Chang's
I was nearby and stopped in to get food to go. The waiter told me it would be 10 minutes. I told him I would wait at the bar and pointed, 3 feet, to the end of the bar. As it turned out, I sat in the third stool, not the first stool. I waited 40 minutes, had a glass of wine and the bartender asked me if everything was ok, did I want another glass, etc. I asked if he could find my food. The waiter was notified and my food came out within 5 minutes. I was so late I left and out the door realized the food was stone cold. The sales slip had been printed 35 minutes before but the waiter had not picked up the order. I guess he figured he wasn't getting a big enough tip so who cares! Well, I did - the food was lousy after all the microwaving and I left feeling like customers were not important. The bartenders were very busy and consistently checked in. So order drinks, not food.    [05 Feb 2004 00:06:05]

Food:    Service:    Ambiance:    Overall: 
Recommended Dishes: Drinks only from the bar- food is served cold.

     ­Suzy   

KEEP YOUR RECEIPT
On checking my credit card statement following a visit to this restaurant in August 2005, I was dismayed to find that a bill authorised at $143 was charged at $173. I am following up the discrepancy via the credit card company, but would recommend other diners at this establishment to exercise caution!    [19 Aug 2005 07:54:30]

Food:    Service:    Ambiance:    Overall: 

     ­Michael